XBert AI Standalone

What Is XBert AI

Basic Onboarding

XBert includes an onboarding wizard for setting up its AI answering service for the first time. After completing onboarding, you have an AI employee that has receptionist, support, and FAQ skills.

Account Setup

Customers will receive an invitation to setup their standalone XBert AI account. The first screen welcomes the user. Press Continue to setup.

  Account Setup Screen

Business Information

On the Let’s get to know your business page, you can:

• Enter your company website in the first field. Click the blue arrow to continue.

• Locate your business with Google Maps in the second field. Click the blue arrow to continue.

• OR click I’d prefer to manually add my company details.

Company Details Form

Based on the website or location provided, a company details form will auto fill.

1. Review all prefilled fields for accuracy, XBert AI uses this information to learn about your business.

2. If the Company name field is incorrect, click Search again or manually edit the field.

Click Next to continue.

Manually Adding Company Details

If manually entering company details, enter all the required fields. Once the information is complete and accurate, click Next.

Configuring Your AI Employee

After entering your company details, you can configure XBert AI.

On the First, design my voice and style page, customize the following:

1. Click the pencil icon to change the name of your AI Employee.

2. Choose the voice from the dropdown.

   1. Example: Sierra Voice. The possible voices are:

      1. Agile Voice (Female 01)

      2. Smooth Voice (Male 01)

      3. Friendly Voice (Male 02)

      4. Warm Voice (Female 02)

      5. Grounded Voice (Male 03)

      6. Resonant Voice (Male 04)

      7. Crisp Voice (Male 05)

      8. Robust Voice (Female 03)

      9. Confident Voice (Female 04)

      10. Bubbly Voice (Female 05)

   2. Click Play to hear it.

3. Enter a Default greeting that includes an introduction and disclosure if required.

   1. Example: “Hi, I’m Monica, an AI employee from Company Name.”

   2. Note: For transparency, it’s important to clearly disclose that the customer is interacting with an AI system. The UI provides a reminder for this disclosure.

4. (Optional) Click Change image to update the AI Employee’s image or avatar.

1. You can select from one of the avatars provided or upload your own.

   1. After selecting a new avatar, click Save.

Review all selections and click Next to continue.

Review What Your AI Knows About Your Business

If you entered your company website in the Tell us about your business page, a progress screen loads while preparing your for your next step. This can take up to approximately 60 seconds.

If you didn’t enter your company website, the progress screen isn’t visible.

On the Review what your AI knows about your business page:

1. Ensure that your business name is correct in the Brand name AI should use field.

2. Review and edit the information in the Give your AI an overview of your business field as needed. This field is automatically pre-filled.

3. If you have a detailed list of products and services, that can help your AI Employee answer more questions accurately. Click our CSV template to see the type of template your list of products and services should be in. Then either drag and drop your CSV file into the Do you have a list of your products and services ? (optional) box or click Choose a file to upload it.

NOTE: Only one CSV or Excel file can be uploaded. The file size limit is 10 MB.

1. If you have any additional customer-facing documentation, either drag or drop them to the Do you have additional documents you’d like your AI to use? (optional) box or click Choose a file to upload it.

NOTE: More than one file can be uploaded, and any file type can be uploaded.

Click Next to continue.

Previewing XBert AI

You can preview how XBert AI will interact with customers via phone or live chat.

1. Call the number listed to test and hear how XBert AI sounds.

1. Click Chat, to test how XBert AI sounds during chat conversations.

When you are finished, click Next.

Channel Configuration

Now, you can choose where XBert AI can interact with customers. Click the toggle button next to the desired channels.

NOTE: Scroll to see all channel options.

The available channels are:

Calling

Configure whether XBert AI should be:            

• Always on – XBert AI will answer all calls 24/7.

• After hours only – XBert AI will only answer calls after hours.

• A number XBert AI should transfer the call to if XBert AI can’t help or the customer needs live assistance. This phone number can be attached to any platform.

• Whether you want a notification summary:

  • An email summary

  • A text summary

  • Mark it as a callback in your account

• Whether you want XBert AI to handle transfers differently after hours

SMS

Configure handoff settings so that when XBert AI cannot answer a question or a customer asks for a human, based on priority:

• An email notification is sent.

• Or a notification alert is sent.

Live Chat

Configure handoff settings with the same options as the SMS channel.

Click Next.

Final Steps

Your business will now be online and you will see:

• Completed onboarding tasks

• Remaining onboarding tasks to complete

You may look around on your own, or Continue to Advanced Onboarding.

NOTE: If you have SMS as a channel, you must  complete the Text message registration (10DLC) in advanced onboarding.

Advanced Onboarding

Welcome to Advanced Onboarding

A Welcome to advanced onboarding pop-up window appears.

• Click Onboarding anytime if you need to leave advanced onboarding and click it to return later.

• Your progress appears on the left side of the screen. Completed steps are shown in green.

Bring Your Existing Numbers

The first step is to bring your existing numbers. Instructions and requirements are provided. You can:

• Transfer local numbers

• Transfer toll-free numbers

• Click I don’t need to transfer any numbers.

Click Skip or Next.

Text Message Registration (10DLC)

Register your business for 10DLC (text message compliance), if you are using XBert AI for SMS messaging.

• Click Start registration

• Complete the registration or click Skip if you aren’t using XBert AI for SMS messaging.

Customize and Deploy Live Chat

Next, you can customize and deploy your live chat bot. You can customize the:

• Name (name of the chatbot)

• Brand name

• Logo

• Theme

• Font

NOTE: To deploy live chat, a web developer needs to add the code displayed in the Live chat code box to your website.

Click Next or Skip to continue.

Setup Review

On the Setup review page, verify all configuration details.

• Check the box labeled Hide onboarding after finishing if you do not want onboarding steps displayed after completion.

Click Finish.

Completion

You have completed advanced onboarding.

Sales Led Onboarding

If you have sales led conversions they will see the sales led onboarding checklist. There is a three-step process for sales led onboarding:

Enter Your Website Address

The first step is to enter your company website in the text field. Click the Continue button.

Click Google Business if you want to use your Google Business profile.

Enter your Google Business profile, suggestions appear as you type. Select your Google Business from the suggestions.

Your business appears next to a green check mark and a message appears saying your business was found.

Click Continue.

Click Add Manually to manually enter your business details.

On the Tell Us About Your Company page, do the following:

NOTE: Scroll to see the Website URL and Google Business buttons

1. Enter the company name in the Company Name field. 

2. Enter a description of the company in the Tell us about your business field. Information entered here can include: services offered, business hours, location, or anything to help personalize your experience.

3. Use the Industry drop-down field to select the company’s industry. Available options are:

   1. Restaurant

   2. Healthcare

   3. Legal

   4. Home Services

   5. Salon / Spa

   6. Automotive

   7. Fitness

   8. Other

4. Click Continue.

 

Personalize Your AI Employee

On the Personalize Your AI Employee page, do the following:

1. Click the pencil icon on the avatar of the AI Employee to change the photo. This is the photo customers see during live chats and in conversation history. You can pick a photo from the following categories, scroll to see all options:

   1. Casual

   2. Business Casual

   3. Professional

   4. Or, click Upload Your Own to upload a photo from your device.

1. Enter the AI Employee’s name in the Give Your AI a Name field. 

2. Enter the company name in the Brand Name AI Should Use field. Use the name most customers recognize.

3. Use the Gender drop-down field to select the AI Employee’s voice. Available options are Female and Male.

4. Use the Voice drop-down field to select the AI Employee’s voice. Available options are:

   1. Agile

   2. Warm

   3. Robust

   4. Confident 

   5. Bubbly

5. Modify the greeting in the Default Greeting field. This is the first message customers receive from the AI Employee. It is recommended to disclose that customers are interacting with AI.

Creating Your AI Employee

Next, you see a loading screen as your AI Employee is being created. This can take up to 60 seconds.

Your AI Employee has Been Hired

Next, you receive a confirmation message that your AI Employee has been hired. 

Click Copy number to copy the AI Employee’s number in further steps. Click Train AI Employee.

Getting Started with Your First AI Employee

After onboarding is complete, you are directed to the Home page. On the Home page, you can monitor activity across your AI employees, channels, and inboxes.

General Inboxes

Under General inboxes you can see all the tickets in your inboxes. You can see how many tickets are:

• In progress - Tickets where an AI employee is still conversing with the customer.

• Resolved - Tickets that an AI employee marked as closed, but a user wants to send a follow up message.

• Forwarded - Tickets forwarded to external phone number or address.

AI Employees

The AI Employees section, lists all your AI employees along with their:

• Communication channels

• Skills

• Status

1. Click New AI Employee to create a new AI Employee. Follow these steps.

2. Click Add skills, if you want to add skills to an existing AI employee.

3. Click the edit icon to edit an existing AI Employee.

Dashboard

Under the dashboard, you can see the channel metrics.

Channel Metrics

Each connected channel displays metrics:

Calling

• The total number of calls

• The average duration of the calls

Text Messages

• The total number of SMS messages handled by an AI Employee

Live Chat

• The total number of live chat conversations

NOTE: Any channel not connected to your AI Employee says No data found. You can connect a channel if you want.

Understanding XBert AI Reports and Metrics

There are different metrics about your AI employee. You can sort these metrics by specific date ranges.  

Conversation Distribution

Conversation Distribution displays the total number of conversations handled by your AI Employee, and how many escalated to a live user.

Channel Distribution

Channel Distribution displays the distribution of customer interactions by channel (calling, SMS messaging, live chat).

Ticket Volume by Status

Ticket Volume by status, visually displays how many tickets are:

• In progress

• Resolved

• Forwarded

Lead Generation Metrics

Lead Generation Metrics displays the number of leads generated by the AI employee.

Using XBert AI to Manage Your Customer Requests

General Inbox page

Each AI employee is available in the General Inbox, where a logged-in administrator can see all of the AI Employee’s tickets. An administrator can:

• Search and filter the tickets. Click All tickets and you can filter by:

  • All tickets

  • In progress

  • Forwarded tickets

  • Resolved tickets

• NOTE: On SMS and live chat tickets, click Assign to me, to assign a ticket to themselves and start talking to a customer

• Use NextIQ to help draft responses

• View details about the ticket and the ticket history are in the panels on the right.

• Close tickets

• Place outbound calls or SMS messages directly

Dashboards

XBert AI Standalone offers the following dashboards and their accompanying filters:

• AI Employee Engagement Dashboard

Contacts Tab

The Contacts tab displays all the contacts added to your platform.

• Click Add contact to add a new contact.

• The contacts listed here can be used to contact customers.

Contacts Page

AI Employees

You can easily access your AI Employees from the AI Employees icon on the left hand navigation bar.

Knowledge Base

You can easily access your Knowledgebase from the Knowledge base icon on the left hand navigation bar.

Account Settings

In the settings are, users can see and modify content related to company information, billing, schedules, channels, users, and AI employee configuration.
Administrative users can access this section by clicking the Settings icon on the Home page.

Company Information

On the Company information page, administrative users can modify the:

• Company name

• Account number

• Timezone

• Industry

• Company website

• Primary phone number

• Primary email address

Company Information

Billing

On the Billing page, administrative users can:

• Contact Nextiva to upgrade to NEXT

• View total usage across all channels assigned to XBert AI

• Access and download all invoices

• Contact Nextiva for billing questions or support

Billing

Schedules

On the Schedules page, administrative users can modify:

• Business hours

• Holiday hours

These hours are used to determine when XBert AI handles customer interactions.

Schedules

Click Create custom schedule to create a custom schedule.

Numbers

On the Numbers page, administrative users can see all the numbers assigned to their account.

• To buy phone numbers, click Buy phone numbers.

• Click Transfer numbers, there you can transfer phone numbers from a different provider.

Numbers

Users

The Users page lists all the users in your account.

• Click Add user to add a new user.

  • NOTE: All added users have administrator privileges.

Users

Knowledge

On the Knowledge page, you can see the knowledge bases you added during the onboarding process.

Knowledge

Click Add knowledge base to add another one.

On the Articles tab, you can see the articles you added.

Channels

Under Channels, administrative users can modify the settings of any channel assigned to your AI Employee. Administrative users can:

• Modify calling settings

• Start SMS registration

• Add a new live chat or copy the code of an existing live chat to add to their website

On the Meetings tab, you can integrate with Microsoft Outlook or Google Calendar. This allows XBert AI to work with your schedule, and to book appointments on your calendar.

AI Employees

On the AI Employees page you can view all your AI Employees along with their:

• Assigned communication channels

• Skills

• Status

Administrative users can:

• Click the three dots to edit your AI Employee.

• Click Create new to create a new AI Employee.

AI Employees

Functions

Functions are reusable tasks that do something specific—like looking up customer info, checking store hours, or sending a confirmation message. They’re deterministic, meaning they always give the same result when given the same input. You can use them across different Journeys and Workflows to save time and stay consistent.

You will see all the default and created functions in your account. Click the three dots to the right to edit, duplicate, or delete a function. Click Create function to create a new function.

Search

XBert AI has the same search functionality as NEXT.